Abacus Technology Systems Engineer (Hardware Resolution Lead) in Stennis Space Center, Mississippi

The Abacus Team is seeking a Systems Engineer I (Hardware Resolution Lead) to lead a small team handling hardware resolutions needs. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.

Manage a group that handles Hardware Resolution incidents. The group processes hardware problem tickets for desktops, network, and enterprise equipment, and makes arrangements for resolution as needed. Responsibilities include:

  • Oversee and coordinate the day to day activities involving hardware resolutions.

  • Validate tickets assigned to group are addressed in accordance with SLAs and AQLs.

  • Provide hands on support for hardware resolution, including:

  • Repair and maintain hardware

  • Identify, troubleshoot and resolve hardware incident(s), including incident tracking and cancellation, cost estimation, arranging for warranty services, billing and shipping

  • Provide replacement parts for specialized peripheral parts

  • Ensure compliance of parts with OEM specifications

  • Manage and track repairs under warranty and maintenance agreements

  • Coordinate and support stock storage lockers at larger sites

  • Obtain and deliver parts for IT equipment for out of warranty equipment following Per Call Authorization procedures

  • Manage damaged hard drives, including replacement and disposition


High School diploma or GED required; Associate’s Degree in a related field is desired.

Experience and Skills:

At least 3 years of IT experience, including hands on experience managing hardware repair and maintenance in accordance with established organizational procedures. At least 1 year of experience leading a small team of IT support staff, preferably related to hardware incidents, repair, and maintenance. Must have experience with warranty and service agreement repairs or per call authorization procedures. Experience supporting incident management desired. Must have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Prior experience with USCIS is a plus.

ITIL v3 Foundations, CompTIA A+, Security+, Network+, and/or Server+ certifications desired.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust or Secret clearance.


ID: 2018-3422

External Company Name: Abacus Technology

External Company URL: www.abacustech.com